Abstract:

Customer relationship management (CRM) is a process of on-going accumulation of data from all the contact places and on-going building of long-term profit relationship with the key customers. The objective of the customer relationship strategy is creating a long-term and profitable relationship with perspective groups of customers. Therefore it is inevitable for companies to choose a certain form of technical realization of CRM system especially in relationship to specific issues of their business. The paper deals with the significance of CRM systems and cost of two possible solutions of technical realization of these systems in selected countries of the European Union.